This HGI is located at the entrance to a vast, sprawling corporate park, convenient to Bradley International, and was clearly intended to cater to the corporate travel market. There are three other similar properties of competing chains located nearby. Room rates are high during the business week, but bargain rates can often be had on weekends. The hilltop location offers impressive views of Springfield to the north and Hartford to the south.
We have been regular guests at this property, staying several times a year for the past seven years. During the past two years, we have seen a disturbing decline in the quality of accommodations and guest services. There seems to have been an ongoing churn in management and staff personal, and customer-unfriendly policies such as charging a credit card at check-in for the estimated entire stay cost have been implemented. Housekeeping has become slipshod.
There have been some attempts at redecoration to this aging property: new carpeting in the halls was installed two years ago, although the puce and lime green color scheme is something less than attractive. More recently, the lobby and restaurant areas have had a minor facelift: the high walls built to accommodate Bradley flight information monitors have destroyed the original spacious feel, and the restaurant area is now claustrophobic.
Each of our previous several stays has been increasingly less satisfactory, and our most recent stay was the final straw. The front-desk clerk at check-in cheerily declined our request for a Hilton Honors upgrade, despite the fact that there were relatively few guests on that weekend and upgrades were clearly available. The mattress in our assigned room was long past its useful life: it was lumpy, saggy, and the adjustment control on both sides had clearly been broken for a long time. Although the bathroom had received some badly-needed cosmetic upgrades, the room and furnishings were very dated and badly in need of replacement. The cooked-to-order breakfast served in the restaurant was borderline inedible and the self-service items were extremely meagre in comparison to other HGIs at which we regularly stay.
We asked to speak to the property manager, but were informed that no manager was on duty, only a single desk clerk. We asked for and received a refund of our first night's charges and cancelled our reservation for a second night. We will not be returning to this property at anytime soon. There are numerous other Hilton-branded properties in the Hartford area that are far better managed and maintained. Hopefully corporate will step in and install a competent manager capable of turning this once excellent property around to an acceptable level again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.